Check out what's new in the last month:
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Support
- Enhanced dynamic filtering for lookup relationship fields makes it possible to build filter data availability in all lookup relationship fields, across all objects. Additionally, filtering lookup relationship fields now supports the operators matches and does not match, making it easier to include and exclude data. See Using lookup relationship fields.
- Updated user interface for omnichannel routing enablement and set up makes it easier than ever before to get started with omnichannel routing. See Turning on and setting up omnichannel routing.
- Department spaces now works seamlessly with omnichannel routing. Previously, using these features together required special configuration to avoid routing issues. Now, tickets are only assigned to agents who are members of the ticket's brand. See Restricting agent ticket access by brand (department spaces).
- You can import up to 300 recent emails when adding support addresses using the Microsoft Exchange connector or Gmail connector, simplifying the onboarding process. Previously, import was not available on the Exchange connector, and the Gmail connector limited import to 50 emails.
- Sender authentication has been enhanced, allowing you to select the level of protection you need for different inbound email pathways. You can turn on sender authentication for native traffic only, native and forwarded traffic, or turn on basic protection across your Zendesk account. See Turning on sender authentication.
- Rich text formatting (RTF) options are available for web and mobile messaging channels in Agent Workspace. Previously, RTF options were limited to email channels and internal notes. See Rich text formatting options reference.
- You can now insert existing macros into auto assist procedures. After publishing your procedure, auto assist follows the procedure and suggests the macro to the agent whenever appropriate during the ticket conversation. See Creating procedures for auto assist.
- Agents can now edit auto assist suggestions by uploading images and attachments. See Using auto assist to solve tickets.
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There are new recommendations based on intelligent triage entities, sentiment, and language. Previously, only intent-based recommendations were available. See Reviewing and implementing AI recommendations to automate tasks.
Zendesk Suite
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A simple setup wizard for triggers and automations is available to help Zendesk trial customers get started with workflow automation. The wizard provides customers with some example tasks and automations they can activate in their account to improve response time and reduce manual assignments. See Zendesk Suite trial: Streamlining your workflows.
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You can customize ticket information as part of a Zendesk Suite trial. Zendesk provides a setup wizard that shows you how to add custom fields to your ticket. With custom ticket fields your agents can capture the exact information they need to quickly solve tickets. See Zendesk Suite trial: Customizing your ticket information.
Explore
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A new tab with auto assist usage data is available on the Zendesk Copilot: Agent productivity analytics dashboard. See Analyzing your Copilot activity.
Knowledge
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Quick answers will be turned on by default for all Suite and Knowledge customers beginning September 25, 2025. However, if you don't want to use this feature, you can use the one-month grace period that extends from August 26-September 25 to turn it off. The following image shows what the Knowledge section in the Context panel looks like when quick answers is turned on and a quick answer is available. See Using quick answers for generative search in tickets.
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You can now define case-sensitive terms and phrases that you want to exclude from AI-generated translations. This lets you keep important terms (for example, brand and product names) consistent in their original language across all translations. See Excluding terms from AI-generated translations.
Messaging
- We’ve expanded the list of available messaging trigger conditions to include Customer Page URL, Customer Country, and Customer IP. These new conditions allow you to incorporate customer location data and browsing context as part of your trigger, enabling more targeted actions on conversations. See Messaging triggers conditions and actions reference.
Apps and integrations
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A new external OAuth clients page displays a list of apps and integrations that use external OAuth (also known as global OAuth) to authenticate and connect to your account. You can now view and manage all authorized third-party integrations that use external OAuth, regardless of which team member set them up. See Managing external OAuth clients.